Guest Experience Manager - The Grand Luang Prabang Laos - Affiliated by Melia

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We are looking for Guest Experienvce Manager - The Grand Luang Prabang Laos - Affiliated by Melia.

Mission:

•    Own and elevate the guest experience end-to-end.
•    Drive brand consistency and emotional guest connection.
•    Be a culture catalyst for the service philosophy.
•    Lead Wellness, Recreation, and Guest Experience teams directly.

Main responsibilities:

1. Brand Culture & Service Excellence
   •    Audit and coach all teams on Melia brand standards and local service values.
   •    Lead training, re-inductions, and mystery guest audits.
   •    Create and maintain a “Guest Journey Map” tailored to Luang Prabang luxury clientele.
   2. Spa & Recreation Enhancement
   •    Collaborate with YHI Spa to curate packages using local wellness traditions.
   •    Reinvent recreation with cultural immersion: monk-led meditation, Mekong sunset yoga, artisan-led activities.
   3. Guest Satisfaction & Experience Innovation
   •    Analyze ReviewPRO, GSS, and OTA reviews weekly.
   •    Lead guest response team: review replies, complaint resolution, post-stay engagement.
   •    Introduce pre-arrival customization (The Level, VIP guest profiling, etc.).
   4. VIP + Loyalty Experience
   •    Develop and manage Guest experience.
   •    Ensure MeliaRewards integration: track engagement, elevate member journeys.
   •    Personally welcome VIPs, conduct room inspections, and assign curated amenities.
   5. Cross-Departmental Sync
   •    Build weekly touchpoints with HODs: Housekeeping, F&B, Front Office.
   •    Act as the emotional intelligence bridge between staff and guests.
   •    Translate guest feedback into training actions and operational tweaks.
   6. Sensory Architecture & Brand Voice
   •    Control music, scent, lighting, and visuals across touchpoints.
   •    Maintain digital communication boards, lobby screens, and collaterals.
   •    Localize Melia brand messaging with Luang Prabang’s soul.
   7. Sustainability + CSR Activation
   •    Showcase green initiatives to guests: organic gardens, community support, waste reduction.
   •    Build guest-facing storytelling around social impact.

Main requirements:

•    Emotionally intelligent leader with luxury hospitality background in Front office.
•    Strong cross-cultural communication (Laotian, regional, global).
•    Tech-savvy with ReviewPRO, PMS, CRM, digital guest journey tools.
•    Obsessed with details that create WOW moments.
•    Creative but grounded in operational structure.

At Meliá we are all VIP 🌟

Great professionals who make everyday life easier and exceptional. From the junior to the most senior, all of them have unique and important qualities that make working at Meliá an opportunity for constant growth and a passport to create your future wherever you want.  

Our warmth, proximity and passion for what we do make working at Meliá an unforgettable experience, full of emotional moments and always with the feeling that you belong to a big family where we have people like you, VIP People. 

At Meliá Hotels International, we are committed to equal opportunities between women and men in the workplace, with the commitment of management and the principles contained in Human Resources policies. We also prioritize disseminating throughout the entire staff a corporate culture committed to effective equality, and raising awareness about the need to act jointly and globally.

We promote our commitment to equality and diversity, avoiding any kind of dicrimination, especially related to reasons of disability, race, religion, gender, or age. We believe that diversity and inclusion among our employees are essential for our success as a global company.

Additionally, we support the sustainable growth of our industry through a socially responsible team. In this sense, our motto is "Towards a sustainable future, from a responsible present". Thanks to al our collaborators, we make it possible.

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